Overview
Job Summary
Full job description
Job Summary
The Resolution Specialist is responsible for handling escalated customer concerns, service issues, and complex cases that require thorough investigation and timely resolution. This role ensures customer satisfaction, protects company interests, and works closely with cross-functional teams to resolve issues efficiently while maintaining service quality standards.
Handle customer escalations referred by Customer Success Managers, Support, or Operations teams Investigate complex service, billing, performance, or compliance-related concerns Communicate professionally with customers to clarify issues, manage expectations, and provide resolutions Document cases, findings, and resolutions accurately in internal systems Recommend corrective actions and process improvements to prevent repeat issues Ensure resolutions are aligned with company policies, contracts, and service agreements Monitor resolution timelines and ensure cases are closed within agreed SLAs Escalate high-risk or sensitive issues to management when necessary
At least 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling Strong written and verbal communication skills Excellent problem-solving and analytical abilities Ability to remain calm, professional, and objective in high-pressure situations Strong attention to detail and documentation skills Experience working on-site in a fast-paced operations environment
Conflict resolution and de-escalation Customer-centric mindset with firm boundary setting Time management and prioritization Cross-functional collaboration Policy and contract interpretation CRM and ticketing system proficiency
Tips for this job
Practical Job and Scholarship guidance. These tips do not replace official rules or create new eligibility requirements.
- Tailor the CV and application to the responsibilities and required skills stated on the official employer page.
- Use concrete evidence of relevant work, projects and measurable results rather than generic claims.
- Confirm location, work authorization, remote restrictions and sponsorship terms before applying.
- Apply through the original employer or official recruitment destination shown on this page.
Verification notes
laptop-ats-crawler v3
Job and Scholarship is the discovery and verification layer. Confirm eligibility, dates, salary/funding and application instructions on the original source before submitting anything.
Wing Assistant Opportunities ↗Browse current Job and Scholarship listings from Wing Assistant Opportunities →
